digital media design ii service...
TRANSCRIPT
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DIGITAL MEDIA DESIGN II
Service Design
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“a service has no or little intrinsic value until the moment
of its use or consumption — services or experiences cannot
be stored in a warehouse.” —Polaine, Løvlie & Reason
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Services are systems and the parts influence the whole
experience. The systems include people, products, processes,
places, and performance.
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RELATIONSHIPS
People — Technology — Processes
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How is designing a service different than designing a product?
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Front stage / backstage Designing a product is often designing a single thing
Designing multiple touchpoints & understanding the human and non-human actors in a system
Platforms that consist of business processes, technical processes, interfaces
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Touchpoints
A single point of interaction between the customer and the service People, products, processes, places, and performance
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Frontstage
The part of your service that the client can see and experience
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Backstage
The part of your service that happens behind the scenes and is not visible to the customer
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Quiz: Is Airbnb a product or service?
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Touchpoints
Application Host-to-Guest
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Quiz: Is Spotify a product or service?
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Touchpoints
Application
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A good service is…
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choreographed interactions
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Deliverables
List assumptions Survey Contextual research Interviews Customer journey Prototype
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